Technical Support Representative

2 weeks ago


Montréal, Canada dormakaba Full time

**POSITION OVERVIEW**

**PRIMARY DUTIES**
- Troubleshoot customer issues related to hardware and software by evaluating and analyzing the symptoms
- Resolve technical hardware and software issues
- Identify and escalate priority issues
- Accurately enter customer queries into company database
- Issue RMA’s (Return Material Authorization) for product repair/evaluation
- Stay up-to-date on product knowledge and processes
- Be part of the on-call rotation team (off hours - Emergency support)

**REQUIREMENTS**
- Must be Fluent in English and French
- College degree in electronics, computer science or relevant experience
- Minimum 1-year experience in customer service and technical support, in call center
- Excellent communication skills in English and French. Spanish is an asset.
- Proficiency with the MS Office suite
- Organized, Multi tasks & call control skills
- Strong Customer Service orientation

**CRITICAL SUCCESS FACTORS**
- Team player and strong collaborator
- Problem solver (always brings solutions, enjoys challenges)
- Dependable (reliable and follows through on commitments)

**WE OFFER**
- A fast-growing international company
- A stimulating, fast and friendly work environment
- An opportunity to highly contribute to the success of the company
- Competitive global compensation
- Free parking and on-site cafeteria
- A 3-minute walk from Namur metro station

**APERÇU DU POSTE**

dormakaba est à la recherche d'un Représentant, support techniquepour rejoindre son équipe. Ce poste est responsable de l'émission d'autorisations pour les retours de produits. L'agent de support technique doit s'assurer que les appels et les courriels sont traités en temps opportun, avec le plus haut niveau de satisfaction du client.

**FONCTIONS PRINCIPALES**
- Répondre aux appels entrants et aux courriels provenant de l'ensemble l'Amérique
- Identifier les problèmes clients liés au matériel et aux logiciels en évaluant et en analysant les symptômes
- Résoudre les problèmes techniques de matériel (« hardware ») et de logiciels (« software »)
- Identifier et escalader les questions prioritaires
- Entrer avec précision les requêtes des clients dans la base de données de l'entreprise
- Émettre les RMA (« Return Material Authorization ») pour la réparation/évaluation du produit
- Demeurer à jour sur les connaissances et les processus des produits
- Faire partie de l’équipe de rotation de garde (heures hors service et soutien d’urgence)

**EXIGENCES**
- Diplôme d'études collégiales en électronique, en informatique ou expérience pertinente
- Minimum 1 ans d'expérience au service à la clientèle et au support technique, en centre d’appel
- Excellentes compétences en communication en anglais et français. L’espagnol est un atout.
- Maitrise de la suite MS Office
- Organisé, orienté multi-tâches et compétences de contrôle d'appel. Une forte orientation du service à la clientèle

**FACTEURS CRITIQUES DE SUCCÈS**
- Esprit d'équipe et forte capacité de collaboration
- Résolveur de problèmes (apporte toujours des solutions, aime les défis)
- Fiabilité (fiable et respectueux de ses engagements)

**NOUS OFFRONS**
- Une entreprise internationale en pleine croissance
- Un environnement de travail stimulant, rapide et convivial
- Une opportunité de contribuer fortement au succès de l'entreprise
- Une rémunération globale compétitive
- Un parking gratuit et une cafétéria sur place
- A 3 minutes à pied de la station de métro Namur

Pay: $48,000.00-$50,000.00 per year

**Benefits**:

- Commuter benefits
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Montreal, QC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Call center: 1 year (preferred)

Work Location: In person



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